Using single Mailbox Dynamics 365 User to Automatically Track All Outgoing and Incoming Emails from All Users (take 3)

This is the third post in my series about Automatic tracking of all Incoming and Outgoing emails in Dynamics 365 using Exchange Mailflow rules and Server Side Synchronisation.

In my previous post, I showed how we can track all incoming and outgoing emails for all users using 1 single Exchange Rule and for each user, we create 2 Outlook Rules. In this post, I have an even simpler solution with only 1 user and 2 exchange mail flow rules.

But firstly, it is important here to note that the main issue for automtiaclly automatically tracking outgoing emails is that any Outlook Rule for Sent emails is always “Client-only”. That is, the rule will only run if Outlook is open. I have not found a way to have an Outlook Rule that works server side to copy a sent email to a tracked Dynamics 365 folder. Hence, the use of Exchange Online Mail Flow and the direct use of the Exchange transportation layer.

But what if you don’t want to even create the outlook rules as per my two previous posts? The answer is simple: You can literally use 1 single Mail Box and Dynamics 365 user along with 2 Exchange Rules to automatically track all Outgoing and Incoming emails for any email inbox even if this user has not got Dynamics 365 App for outlook configured and even if this mailbox is not a Dynamics 365 user.

The approach is simple: Using 2 x Exchange Mail Flow rules you can Bcc every outgoing and every incoming email to all the mailboxes you want. All these emails are Bcc’ed to a Single Mailbox of a Dynamics 365 User who has App for Outlook configured. This way, all emails are tracked.

So to summarise:

  1. Setup and Configure Dynamics 365 App for outlook for one User: Let’s call it: “D365 Mail User”
  2. Create 1 x exchange rule to BCC all outgoing emails to this “Mail user”
  3. Create 1 x exchange rule to Bcc all incoming emails to the same “Mail user”
    and that’s it.

    Tried and tested – but please let me know if you got other ideas/thoughts.

Automatically Track All Incoming and Outgoing Email Messages in Dynamics 365 with Exchange Online Rules (Abridged Version)

Originally posted on: https://crmtipoftheday.com/1187/automatically-track-all-emails

This post is an abridged / summarised version of my original post about the same subject. To read the full detailed 10 pages long step by step guide, please check the original post on my blog here

Sometimes organisations want to track all incoming and outgoing emails for a number of users at Server Side without having the user to do anything manually and across all devices. The requirement here is to save the user time from clicking on “Track” emails when they are sending them or having to manually move incoming emails into a tracked folder to be tracked. They also want this to work on every email sent from any device and every email received even if Outlook is not open. This what I call “pure Server Side Synchronisation”.

As the name gives it away, Dynamics 365 Server Side Synchronisation and Dynamics 365 App for Outlook can help us achieve this requirement with some help from Exchange Mail Flow Rules that uses the transportation layer directly. Just to re-iterate, we are here using Dynamics 365 App for Outlook (not the client). If you are not sure what is the difference between Dynamics 365 App for Outlook and the Dynamics 365 for Outlook (also known as the Outlook Client), you can refer to this comparison.

My approach is using Server Side Synchronisation between Dynamics 365 Online Cloud and Exchange Online but the same approach may work with other setups to achieve the same requirement: Track all incoming and outgoing emails automatically from any device. I’m also applying all of this on 1 single “test user” but you can apply this on as many users as you want. My test user is called “sales test”.

  1. Configure server-side synchronization
  2. Set up tracked folder
  3. Create the following email flow rules
    1. Outlook rule to copy all incoming email messages to the tracked crm folder except if the message has “crmtrack” in the message header.
    2. Exchange Online Mail Flow rule that works at the transportation layer to “Bcc” every single email sent from the user to themselves and adds the “crmtrack” header value to the sent email message header
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    3. Outlook Rule to move all incoming email messages that has the “crmtrack” header to the tracked folder.
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The result of all of the above complicated approach is that ALL incoming emails are tracked in Dynamics 365 automatically as “Received” emails and ALL outgoing emails are tracked in Dynamics 365 CRM automatically as “Sent” emails. As this approach is using Exchange Online transportation layer, this is a pure Server Side Synchronisation of Email messages with Dynamics 365 which means it will work with “ALL Emails” sent from ANY Device and any app as the synchronisation happens at the server side and not on the client side. So if you sent an email from the Outlook for the Web (Web Mail), sent it from an Android device email client, iPhone Mail app, Outlook app on iPhone, Office Outlook or any other medium, all emails sent and received are tracked in Dynamics 365.

This is how it looks like in Dynamics 365: Tracked emails sent from any device and emails received while Outlook is closed:

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